Retailer services

We can provide a number of services for retailers. In this section, you can access useful information on our policies, charges, and commitments.

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Retail trade effluent

Here you'll find information including how we calculate charges and how to submit an application.

Find out more about retail trade effluent

Retailer portal help guide

Solve common problems with the retailer portal, such as resetting your password, or raise a different issue.

Get help with the retailer portal

Working with us

Use the links below to access more information for retailers.

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Our retailer commitment

Here you'll find our retailer engagement commitment, details of our service level offerings, reporting metrics, and terms of reference.

Our Retail Commitment

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Engagement policies

Here you can view or download our policies and forms for water retailers.

Retail Engagement Policies

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Wholesale charges

Here you can find all relevant documents for wholesale charges and the timetable of settlement dates.

Wholesale Charges

Accredited entities

Learn more about the Water Industry Accredited Entity Scheme (WIRSAE), as well as how to become certified as an accredited entity.

Accredited Entities

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Alternative eligible credit support

We currently offer four alternative eligible credit support arrangements (subject to terms and conditions). Learn more about them here.

Alternative Eligible Credit Support

Smart metering strategy

Here you'll find an overview of our long-term smart-metering plan for our non-household customers.

Smart Metering Strategy

Sensitive Customers Policy

This policy sets out the procedure that Southern Water will follow for identifying and dealing with sensitive customers in the non-household (NHH) market, in order that a responsive service can be provided in the event of an incident.

Frequently asked questions

Here you can find answers to some commonly asked questions about our services for water retailers.

I am a new retail entrant to the market, how do I onboard with Southern Water?

Once you have your WSSL, please contact Ben Day (Retailer Relationship Manager) at Ben.Day@southernwater.co.uk to begin the onboarding process.

How do I submit a general enquiry?

Retailers can submit a general query using Market Form F/01.

How do I find out about trade effluent charges?

Please refer to our current Wholesale statement of principles and charges.

Trade effluent is covered in sections:

Section 2, Part 3 for primary charges
Section 4, Part 12 for non-primary charges

Please contact us if you have any further queries.

How do retailers view customers' trade effluent sample results?

As per the G4 process, when all sample analysis is completed and verified the results are sent to the trade effluent customer by email. The results are also made available to their retailer through our retailer portal.

Retailers will be sent an email notifying them when results are added.

You can find the results under Section 5: Trade Effluent - G Forms – TE monitoring and search by SPID.

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